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CUSTOMER SERVICES

CUSTOMER SERVICES

Payment

At the moment, we only accept USD payments via PayPal on our website. In order to make a payment, it is necessary to have a PayPal account. During the checkout, you will be asked to choose your preferred currency and whether the amount should be deducted from your PayPal balance or the credit/debit card linked to your account. If you do not have a PayPal account, you can easily create one here or head to our Etsy, where you can pay directly with a credit/debit card. 

PAYMENT IN OTHER CURRENCIES
If your preferred currency is not the United States dollar (USD), PayPal will let you convert the order total to your national currency during the checkout process. Alternatively, you can visit our ASOS Marketplace store, where you can choose from 10 different currencies including EUR, GBP, AUD, CAD, SEK, DKK and make a payment for your order in your national currency via PayPal.

 

Shipping and delivery

Shortly after successfully placing your order, you will receive a confirmation email that it is currently being processed. We aim to process all orders as fast as possible and ship them within 1-2 days. However, during sales or busy periods please allow up to 5 days for processing. All orders are shipped from Poland, using only tracked postal services. See the shipping costs and estimated delivery times for your country below.

Once your order is dispatched, you will receive another email containing the tracking number and a link to the tracking website, which will allow you to monitor the parcel's way to your door. In most countries, you will be also able to track it using your local post's website services, using the number provided by us.

EUROPE TRACKED DELIVERY - $8 (FREE if you spend over $100)
This is a fully tracked, signed for postal service for European residents, free of customs charges. You will be provided a tracking number in an email confirming that your order has been shipped. The expected delivery time for this shipping method is 5-7 days.

INTERNATIONAL TRACKED DELIVERY - $10 (FREE if you spend over $100)
A fully tracked, although not signed for, postal service for customers residing outside of Europe, free of customs charges. You will be provided a tracking number in an email confirming that your order has been shipped. The expected delivery time for this shipping method is 6-12 days.

ESTIMATED DELIVERY TIMES
The expected times of delivery vary between the countries. The list below is based on when our packages tend to arrive on average. If your country is not on the list, see the estimations for each delivery method above for reference or get in touch with us. Please note that we cannot always guarantee your order will arrive within the estimated time period as it heavily depends on the post. If you think your order is taking too long to arrive, see the section at the bottom of the page.

   Australia 8-14 working days
   Denmark 3-4 working days
   Germany 3-4 working days
   France 3-6 working days
   Italy 5-7 working days
   UK 3-5 working days
   Sweden 5-6 working days
   Spain 5-7 working days
   USA 8-12 working days

 

Return & exchange policy

Ordered a wrong size or simply happened to change your mind? Don't worry, you can return or exchange your item within 10 days of receiving the package. If you wish to do so, please let us know first by sending us an email. The item has to be returned in its original condition - unworn, unused and with all the tags attached. It is your responsibility to cover the return package cost and ensure that it reaches us, therefore we do recommend using a tracked delivery service. Once we receive the package, the refund will be issued to your account within 14 days.

 

Problems receiving your order

We try our best to ensure that your order reaches you as fast as possible. However, there might be occasional delays in transit that we have no control over. If your package is taking longer to arrive than the estimated delivery time for your country, don't worry just yet - in most cases, it's just a matter of a few additional days. If your order is taking more than 14 working days (Europe) or 20 working days (International) to arrive, has no tracking information or the tracking is not being updated, please contact us and we will do everything we can to resolve it. In a very unlikely event of the package being lost in transit we will either ship your order again or issue you a full refund. 

 

Got further questions?

If you have any questions concerning your order, please do not hesitate to contact us. We'll do everything we can to help so that your shopping experience stands up to your expectations!

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